||Queues are a ubiquitous phenomenon in our daily life. Services are processes, often produced, delivered and consumed during a single encounter occurring within the service firm’s facility. Services cannot be inventoried and demand may be hard to predict, so waiting before receiving a service is a common experience. Consumers often have some deposit accounts but once he or she goes to one bank and deposit money, the possibility of reneging is unlikely to occur unless he or she brings other deposit accounts at the same time and don’t have to deposit the money in this bank. People waiting for service would sometimes feel happy or lucky for coming a little early than others, especially, when the waiting time is long and many people come after themselves.
This study employs a 2(Number of People behind the Consumer: a few or many) ×3(Waiting Time Situations: short waiting time, long waiting time without compensation, and long waiting time with compensation) ×2(Waiting-area Layout: line-up system or take-a –number system) factorial design, including three pretests and one experiment. This research tried to explore the testees under different number of people behind, different waiting time situations, and facing different waiting-area layout how the mood states of the consumer when waiting for bank deposit service. After this experimental research, this study gets conclusions as follows:
1.This study finds that the number of people behind the consumer has a significant influence on the mood states of the consumer. The mood states of the consumer will become significantly more positive or more negative because of many or a few number of people behind him. That is, many people behind the consumer were more favorable than a few people behind the consumer.
2.The results reveal that different waiting time situations have a significant influence on the mood states of the consumer. Short waiting time was more favorable than long waiting time. Additionally, long waiting time with compensation, the consumer will feel better than without compensation.
3.This study finds that moderator waiting-area layout (a line-up system and a take-a-number system) truly significantly affects the positive mood states of the consumer. The positive mood state under line-up system has significant differences when the consumer faces different number of people behind him, but the take-a-number system doesn’t make significant differences.
4.According to this experiment, it reveals that there is significant difference between waiting time situations and mood states of the consumer. However, the moderator variable— waiting-area layout— does not have obvious interactions between waiting time situations and mood states of the consumer.
5.Regardless of the moderator—waiting-area layout, the interactions between waiting-time situations and number of people behind the consumer have significant influences to the positive mood state of the consumer. While waiting is unpleasant, seeing many people behind is somewhat of a comfort since there are people worse off than me.
6.After the moderator— waiting-area layout—introduced into this framework, there is not any significant influences to the mood states of the consumer of the independent variables— waiting time situations and the number of people behind.